Visitor
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4 Messages
1-855-270-0379 for customers with disabilities
Today, May 13, your technician Anthony installed a new Gateway wi-fi and uninstalled the old modem. He also replaced the obsolete cable box. All of this was done in my family room, which has a large 48" Sony TV. Everything worked fine, but I did not think to ask him to check out the box in the upstairs master bedroom. Tonight, when I was getting ready to go to sleep, I turned on the small TV in the bedroom and was unable to get any signal. There was a large message on the screen that began "This box cannot be connected..." Can you ask your customer care people to advise me on how to get the upstairs TV working properly. This is [Edited: "Personal Information"]. My Xfinity account ends in [Edited: "Personal Information"]. Thank you.
EG
Expert
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117.9K Messages
2 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityFrank
Official Employee
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2.3K Messages
2 hours ago
Hi there, @user_u4imk2. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with that TV. We can help! If this is still going on with this TV, have you tried unplugging the power for the cable box and plugging it back in? That may be all that is needed since you got a new modem.
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